Voice artificial intelligence (AI) is no longer a futuristic promise but an essential tool in contact centers.
Although its use and implementation are often seen as a replacement for human teams, the truth is that AI is more of a complement than a substitute. Its impact not only improves efficiency and reduces time, but profoundly transforms the role of agents, allowing them to spend more time on valuable tasks and, ultimately, improving the customer experience.
Find out how to Improve the quality of service and attention of your agents with AI
Human-IA Collaboration: A Strategic Transformation for Contact Centers
The incorporation of voice AI goes far beyond basic chatbots. Today, AI not only interacts in a more human-like manner but allows agents to focus on complex and strategic tasks. An IBM study indicates that 85% of customer service interactions could be handled with AI in the next few years, freeing agents from the most routine and low-value tasks.
Thanks to this collaboration, the role of agents is transformed from simple problem solvers to true advisors. AI can handle simple queries, allowing agents to handle cases that require empathy and complex resolution skills. With this new dynamic, the customer experience is significantly improved, as wait times are reduced and service is tailored to their more specific needs.
Benefits of Human-IA collaboration in contact centers:
- Rapid resolution of common queries: Frequent requests are resolved by AI, while agents focus on more critical issues.
- More informed agents: AI can provide key customer information in real-time, which improves the quality of the interaction.
- More personalized customer experience: By focusing on solving complex problems, agents can create a higher-value relationship with the customer.
Increased Efficiency with Voice AI: Facts That Highlight Its Impact
One of the main values of voice AI is its ability to learn and adapt to patterns. These tools can analyze millions of previous interactions, identifying patterns that streamline the customer service process. According to Juniper Research, AI in customer service will generate savings of up to $8 billion annually by 2025, thanks to the reduction in resolution times and process automation.
For example, voice AI can identify the reason for a call instantly and route it to the right agent or resolve it without human intervention. This means that customers do not have to navigate through extensive menus, reducing their waiting time and improving their experience. Voice AI can also analyze the tone and pace of the customer’s voice, sensing their emotional state so that the agent can adjust their response.
Key Advantages of Voice AI in Contact Centers:
- Reduced wait times: customers receive immediate attention for basic queries and a fast route to agents in complex cases.
- Real-time assistance to agents: AI provides instant suggestions and reminders during the interaction, helping agents respond in a more accurate and personalized manner.
- Real-time emotion monitoring: By capturing the customer’s emotional state, agents can personalize their tone and approach to resolution.
Voice AI for a More Human Service
Despite being an advanced technology, one of the greatest contributions of voice AI is that it unlocks the human potential of agents, allowing them to spend their time doing what AI cannot: offering empathy, understanding, and building long-lasting relationships with customers. A Deloitte study highlights that 62% of customers consider agent empathy and understanding to be a deciding factor in their service experience.
As AI takes over repetitive tasks, agents become brand ambassadors, able to provide detailed advice and follow-up on complex cases. This evolution contributes to a deeper customer experience and greater satisfaction for both customers and agents themselves, who can focus on meaningful tasks and develop advanced customer service skills.
Elements of a More Human Service Supported by AI:
- Complex Problem Solving: Agents can focus on issues that require empathy and advanced communication skills.
- 24/7 Personalized Attention: AI allows interactions to be initiated at any time, and if unable to resolve the query, assigns the case to the right agent as soon as he or she is available.
- Long-lasting relationship building: By focusing on valuable interactions, agents develop stronger relationships with customers.
Continuous Improvement: Voice AI as a Source of Insights
In addition to its ability to effectively manage interactions, voice AI provides companies with unparalleled access to data and insights about their customer’s preferences and needs. Every interaction recorded and processed by AI is a learning opportunity that enables contact centers to understand behavioral patterns and adjust their strategies more precisely.
A Salesforce report suggests that 57% of consumers expect companies to “anticipate their needs,” reinforcing the importance of using these insights to continuously improve service. Voice AI, through data analytics, allows you to spot trends, identify areas for improvement, and deliver a more personalized customer experience.
Key Applications of AI Insights in Contact Centers:
- Identification of common patterns: AI recognizes frequent call reasons, allowing the company to adapt its resources and improve specific processes.
- Optimizing responses and resolution times: By analyzing data from previous calls, AI can generate recommendations to reduce wait times and optimize responses.
- Personalization of interactions: Insights help segment customers by their needs, facilitating care that responds to their specific preferences.
With this synergy, voice AI and human agents not only optimize contact centers but also take the customer experience to a new level, enabling quality interactions and continuous service.
To learn more about how voice AI can transform customer service in your company, check out our full use case here.